CRT-261 Online Practice Questions and Answers

The lifecycle of a Knowledge article consists of five stages. In which order does an article proceed through these stages?

A. Create, approve, publish, consume, feedback

B. Create, feedback, publish, approve, consume

C. Create, publish, feedback, approve, consume

D. Create, consume, feedback, approve, publish

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete. What should the Agent recommend to minimize costs?

A. Assign a single agent to create the activities on all new onboarding cases.

B. Provide a macro that will automatically create the activities when executed.

C. Add an object-specific custom quick action to create new activities.

D. Hire a certified developer to write an apex trigger that creates each new activity.

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers

A. Visual Workflow

B. Lightning Guided Engagement

C. Quick Text

D. Macros

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A. Process Builder

B. Lightning Knowledge

C. Macros

D. Visual Workflow

What is a benefit of a customer community? Choose 2 answers.

A. Eliminates the need to track service level agreements

B. Reduces incoming call volume

C. Enables customers to log inquires without contacting an agent

D. Eliminates the need for support agents

UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

A. Number of outbound calls per day

B. Number of closed cases

C. Number of lead referrals

D. Number of attempts to contact

UC's service center needs to provide support for a new product line. The product manager would like to be

notified whenever a customer reports a new defect. Which solution should a consultant recommend to

meet this requirement?

(choose 1 answer)

A. Use an escalation rule to move cases into the product manager queue

B. Use Chatter case feed and case teams to monitor cases

C. Use an assignment rule to assign new cases to the product manager

D. Use a workflow rule to send an email to the product manager

Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A. Create an FAQ article type and configure the enable suggested articles option in support settings.

B. Create an FAQ article type and enable the submit articles feature on the case close page layout.

C. Define a data category called FAQ and assign category visibility to users in the contact centre role.

D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A. Create a custom web service to handle invoice inserts and updates from the billing system

B. Create a custom tab of type URL that displays a search page from the billing system

C. Import payment data into Salesforce and add to the contact page layout related list

D. Create a Visualforce page that retrieves payment information via a Web Service call-out

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A. Force.com Sites

B. Customer portalPartner portal

C. Self-service portal

D. Partner portal

E. Force.com Web Services API